We are looking for a proactive and customer-obsessed individual to lead the service and sustainability efforts for our most valued players. This role is ideal for someone ready to step into a leadership position, combining customer care, risk awareness, and cross-team coordination to deliver outstanding support to High Net Worth (HNW) and high-risk customers.

You'll manage key customer relationships, support a small team, and work closely with departments across the business to ensure our customers enjoy a secure, personalised, and effortless journey.

Key Responsibilities

·       Lead High Value Customer Strategy

·       Oversee and drive the overall engagement strategy for HNW customers, ensuring a premium, secure, and personalised service experience

·       Strengthen customer loyalty, satisfaction, and lifetime value through leadership of targeted relationship-building efforts

·       Own and direct outbound communication strategies that support sustainability, retention, and responsible play objectives

Manage and Develop Team Performance

·       Lead, coach, and support a team of Account Managers and Sustainability Partners across multiple local markets

·       Provide strategic direction, set team priorities, and ensure consistent delivery of high service standards

·       Act as the senior escalation point, ensuring timely and effective resolution of complex or sensitive issues

Champion Sustainable Play Practices

·       Ensure all team activities comply with responsible gaming policies and regional regulatory requirements

·       Collaborate with Legal and Player Sustainability to enhance processes for high-risk account management

·       Oversee the design and delivery of safe, customised customer journeys based on risk profiles

Own Performance Monitoring and Insight Sharing

·       Define and monitor key performance metrics including retention, contact quality, and customer satisfaction

·       Lead the development of dashboards and reports that inform strategy and enable data-driven decision-making

·       Present actionable insights to senior stakeholders to continuously improve tools, processes, and service delivery

Lead Cross-Functional Collaboration

·       Partner with CRM, Payments, Legal, Customer Support, and Country Managers to deliver smooth, compliant, and effective customer experiences

·       Represent the HNW customer perspective in planning sessions, ensuring alignment with market goals and regulatory requirements

·       Serve as a key advocate for the voice of the customer across all relevant business functions

Ideal Profile

·       Proven leader with management experience in the gaming industry, specifically within sustainability, commercial, or high-value customer functions

·       Strong background in leading customer-facing teams in regulated or high-value environments

·       Strategic thinker with a solid understanding of customer engagement, retention, and responsible gaming practices

·       Excellent communicator, able to build trust with high-value customers and collaborate effectively across departments

·       Confident decision-maker, comfortable using data and KPIs to guide priorities and improve team performance

·       Passionate about delivering exceptional service and creating secure, customer-centric journeys

·       Adaptable and resilient, with the ability to lead through change in a fast-paced, dynamic setting

Success Metrics

•        Retention & Satisfaction – High retention within HNW segments and strong CSAT/effort scores

•        Engagement Efficiency – Optimised contacts per active, reduced recontacts, and fewer internal escalations/transfers

•        Compliance & Risk Management – Meet SLA targets for RG, DSAR (Data Subject Access Request), and account de-risking

•        Complaint Resolution – Timely resolution and reduction in complaint volumes within the HNW segment

•        Operational KPIs – Achievement of key Jira dashboard SLAs and responsible gaming requirements

•        Account Oversight – Ensure all HNW accounts are reviewed quarterly and aligned with Priority Assessment criteria